There are other places you can read this news, but we just have to brag. The call center that we featured last week in a report about the military community has made national news. There are people doing top-notch, front line customer service innovation in Spokane. Here’s more information on the new arrangement with Amazon:
COMCAST MAKES XFINITY TV, INTERNET AND HOME PHONE SERVICES AVAILABLE ON AMAZON.COM
Dedicated Customer Service Team to Offer End-to-End Account Support;
Announcement Marks Another Step in Multi-Year Effort to Transform the Customer Experience
Comcast today announced that people can now quickly and easily compare and purchase a broad selection of Xfinity TV, Internet and home phone services on Amazon.com. The new online marketplace gives users access to a dedicated customer service team that has been trained to meet both Amazon and Comcast customer service levels, and is another step in Comcast’s multi-year effort to transform the customer experience.
“Amazon is not only the biggest online retailer and a place where millions of our customers shop every day, but it’s also a brand that’s unrivaled when it comes to customer service,” said Charlie Herrin, Executive Vice President of Customer Experience for Comcast Cable. “There is no better company for us to learn from as we continue to simplify how customers research, obtain and interact with our products.”
Featuring easy ordering and simplified pricing, the streamlined Xfinity experience within Amazon enables new customers to make informed decisions and find the service plans that best fit their needs and budget. Pricing offered on Amazon.com is identical to what is available through Comcast’s existing sales channels and customers new to Comcast can choose from more than 30 Xfinity products and services, including the company’s flagship video product, Xfinity X1. While purchasing Comcast services through Amazon is offered exclusively to new customers at launch, Comcast expects to make this experience available to current customers by the end of the year.
Xfinity purchases made on Amazon are supported by a dedicated team of highly trained Comcast customer service agents who are based in Comcast’s new, state-of-the-art call centers in Spokane, Washington, and Tucson, Arizona.
These agents have been specifically trained to handle all customer service interactions from sales and billing to installation and follow-up. They will work across all communications channels including phone, email, chat, and social media.
Offering Xfinity services on Amazon.com is just one part of Comcast’s effort to transform the customer experience. Comcast is making major investments and improvements across the company, including hiring 5,500 more customer service employees, increasing employee training, simplifying billing, renovating stores, and developing new technologies to make the customer experience better.